The NASCAR Hall of Fame is an interactive, entertainment-filled attraction that celebrates the personalities, intense teamwork, and the technology behind America’s biggest motor sport.
I worked with the New York office of Ralph Appelbaum associates to design the interactive exhibits, including a smart ticketing system that keeps track of the guest’s entire experience, connecting the moments before, during and after a visit.
The ticketing system became a core technology for Ralph Appelbaum, providing thousands of guests personalized experiences that live on after a museum visit.
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CONNECTING THE MOMENTS BEFORE, DURING AND AFTER A VISIT.
I took a service design approach to this project, developing a ticketing platform that connects multiple touch-points, inside and outside the Hall of Fame.
When guests enter the building, they each receive a credit card sized smart-ticket they can keep. Each smart ticket features an RFID chip encoded with a unique ID, a semi-transparent section that interfaces with kiosk displays, and an 8 digit code for logging into a personalized website later on.
After briefly registering their cards at a kiosk, guests can use their smart tickets to:
Select a favorite NASCAR driver as their personal guide.
Enter a multiplayer game, competing to become a champion NASCAR driver.
Save film clips, images and sport trivia to a personal NASCAR website.
When laid on top of a kiosk, light from the LCD screen appears to flood into the semi-transparent window in the ticket. This creates the impression of content being saved to the ticket itself. This simple illusion helps express the idea that a smart-ticket is a ‘container’ of personally curated information, increasing it’s perceived value.
After using a kiosk to connect their email to their smart card, guests receive an email containing a link to a personalized website. This automatically generated site provides a record of their experience, content they collected at the Hall of Fame, with some additional material geared towards their interests.
I also designed an award winning smart-card system for the Museum of Australian Democracy. ‘TRAIL’ uses similar technology, but is specifically created to get students looking, thinking, and talking about a museum’s stories, images, and artifacts.
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A smart-ticket system connects discreet experiences together, providing the platform for personalized journeys that appeal to the visitor’s interests and learning style.
To be ‘smart’ a system needs good information. Systems I have designed use a combination of sources, from interpreting guest behaviour as they interact with exhibits (such as what they choose to view, how long they dwell on a topic), through to surveys that invite guests to register their opinions.
This data can be used to deepen a guest’s experience while they remain at the venue. For example, the system can be used to direct people towards exhibits they may have missed, challenge kids to hunt for specific objects, or suggest practical next-steps for getting involved.
This data can also improve the guest experience after they have left the building. The NASCAR Hall of Fame automatically generates a mini-website populated with customized content for every guest. The Australian Museum of Democracy uses smart ticketing to create a whole school program, so activities at the museum seamlessly connect with coursework at school.
Over time, smart ticket systems can hep museums establish sustained relationships with their visitors, using technology to pave the way for repeat visits and life-long learning.
Ralph Appelbaum Associates, New York.
Concept design, visual design, interaction design.
NASCAR Hall of Fame, Charlotte.